Does the callback ring for a bit or have a recorded message and then you get dead air or is it just dead air for all of it?

Have you tried to request a callback with a diff number?

Callback rings, we answer it, recorded message says press one for the agent, we press one, a flash of recorded music and then dead air.

After half an hour, koodo hangs up on us.

Same pattern as yesterday. Clearly the number works as we get messages and receive the call with voicemail. Whatever system they use to pass the call from voicemail to agent is flaky at best and dysfunctional at worst.

What is the callback regarding?  Maybe we can point you in a better direction?

Thanks Denis but it’s a billing problem and has to be resolved by an agent that has access to the account.

Hi ​@llp 

If you would like to share here more details, we can look into it, or we can send you a PM, and try to further assist. Please let us know..

Hi Flo,

Glad to see a Koodo rep on here.

I have booked my third callback already. I booked it on Friday and the earliest available appointment was this morning. I was texted at the agreed on time to get ready for my call. Fifteen minutes later I’m still waiting for it. Let’s see what happens in the next 15 minutes. 

Hi again Flo,

We received the callback within the 30 minutes and as usual, once we got a rep they were most helpful.

All is taken care of.

But as I mentioned to the rep, your callback system needs some TLC and Koodo needs more of the great reps that know what they are doing so we don;t have to wait and struggle for 4 days to get something resolved.

I can see your AI playing a role here but you need to have a clear path to a rep when we stifle the AI and send it into a tailspin, like any detailed question about billing is bound to do.